SIP Server-Based CTI System for Agent Screen Pop
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Solution Overview
Problem
Current call center systems face inefficiencies in coordinating the presentation of speech signals and screen images to agents, leading to delayed or absent screen pops, especially when calls are transferred between agents, and require agents to log into multiple systems, causing substandard customer service.
Innovation Solution
A server-based system utilizing the Session Initiation Protocol (SIP) to distribute calls and embed customer-related information within the call transfer, enabling simultaneous display of customer information at the agent's terminal with the call arrival, and allowing portable URL addresses for easy access to customer data across systems.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If computer/telephony integration server coordinates screen pop with call transfer, then customer information can be displayed, but screen pop is delayed or absent when calls are transferred between agents
Solution Approach 1:
The system performs preliminary actions by establishing the screen pop display before the call is actually transferred to the agent. When a call is routed to a queue, the system proactively displays the customer information screen on the agent's computer before the call arrives, ensuring the screen is ready and eliminating any delay or failure to display information during call transfers.
Solution Approach 2:
The system implements feedback mechanisms by monitoring call transfer events and screen pop status. When a call is transferred between agents, the system receives feedback about the transfer event and automatically triggers or updates the screen pop display accordingly, ensuring the information is displayed reliably regardless of the transfer path.
2Adaptability or versatility
If agents log into multiple systems to access customer information and telephony, then complete functionality is available, but operation complexity increases
Solution Approach 1:
The system merges the computer information system and telephony system into a single integrated platform. Agents log into one unified system that provides both customer information access and call handling capabilities, eliminating the need to log into multiple separate systems while maintaining complete functionality for both tasks.
Solution Approach 2:
The integrated system performs multiple functions through a single interface. The unified platform simultaneously handles customer record access, screen pop display, call routing, and telephony operations, allowing agents to access all necessary functionalities through one login rather than requiring separate access to multiple specialized systems.
3Reliability
If call center systems use traditional computer/telephony integration, then screen pops can be displayed, but integration across different locations and networks is difficult
Solution Approach 1:
The system provides universal access to screen pop functionality across multiple locations and networks. By implementing a centralized system that can be accessed remotely, agents at any location or on any network can receive and display customer information screens consistently, enabling seamless integration across distributed call center environments.
Solution Approach 2:
The system acts as an intermediary between different locations and networks, providing a centralized coordination point that manages screen pop displays across the distributed infrastructure. This intermediary architecture allows various locations and networks to integrate seamlessly while maintaining reliable screen pop display capability throughout the entire system.
Data Source
AI summary
A method is disclosed that coordinates the presentation of speech signals and screen images to a receiver of a call, without some of the costs, disadvantages, and limitations of techniques in the prior art. The illustrative embodiment of the present invention builds upon the infrastructure of the Session Initiation Protocol (or “SIP”) to distribute and transfer calls to agents who are associated with a call center or contact center system. A server-based system is used in conjunction with call distribution based on SIP to replace some desktop and agent computer/telephony integration arrangements, thereby providing first-party call control. Customer-related information is embedded in the call transfer itself; as a result, the display of the customer-related information occurs at the agent's telecommunications terminal at the same time the call arrives.